Downloading your digital file purchase
Trouble Shooting

Most of the time, nothing goes wrong and you move quickly from paying for your mp3s to downloading and listening to the files with no hitches. But sometimes....

Where To Look First
if Your Download is Not Successful

There are many variables when it comes to downloading files.. different Web browsers*, different operating systems, different hardware, different software, different types of Internet connections, etc. And trouble can occur anywhere along the line.

• You may be unable to connect to the Internet; please check your Internet connection,
• A file may stop downloading prematurely due to network or individual computer issues,
• Firewalls and Internet Security/Anti-Virus programs may interfere,
• You may be unable to locate the file after downloading it,
• Your mp3 application on your computer may not play the file properly without additional software known as a codec.
• Audio files tend to be large and these are no exception, so it may take more time to download the files than you expect. This is especially true if you have a dial-up Internet connection, rather than Broadband (cable or DSL).
• The sound may be turned down too low or turned off on your computer

These guidelines are designed to help you troubleshoot some of the most common problems and point you in the right direction for some of the more difficult to diagnose. And, as always, if you try these steps and are still having problems, please contact us for additional help**

How This Works

(Click on any image below for a closer look.)

When you purchase and pay for a downloadable file from Animals In Our Hearts, you receive an e-mail with a link to each file.

The link has a unique identification code, much like a password, issued only to you and good for three (3) days or three (3) download attempts, whichever comes first.

If you click on the link, or copy it and paste it into your browser address bar, you will arrive at the Digital Download Area of Animals in Our Hearts. The Download ID should already appear in a box on this page above a "Start Download" button. If it does not appear there, copy the ID from your e-mail link for that file and paste it into that box.

All you should need to do now, is click the "Start Download" button.

On a PC:

At this point,a dialog/popup window should open asking you what you want your browser to do with the file. If you are using the Firefox Web browser, it may look something like this:

If you are using Internet Explorer, it should look something like this:

You may have a choice of opening it with a particular player such as Windows Media Player or RealPlayer. You also have the option of saving the file to your hard disk.

For best results, choose to save the file to your computer, rather than opening it immediately. This way, you will have access to the file as often as you like, once you have downloaded it.

It will probably be easiest for you to find if you save it to your desktop or you may want to save the file to a special folder which you have set up for these mp3s.

If you have purchased more than one mp3 file, you will repeat the process with each one, to download it - click the link in the e-mail, which should open a Web browser page with the file ID already in place, then click the "Start Download" button to save the file to your computer. We recommend that you download and save all of the files you purchased before you go back and listen to them, so that you may listen to them in order.

On a Mac:

The file should begin downloading as soon as you click the Start Download button and will be saved to your Downloads folder.

What could go wrong?

1. I see an Error Message when I click the "Start Download" button.

If it has been more than three days since you purchased the mp3s or if you have downloaded a file more than three times, you will see an error message, telling you that the download code has expired. If you think that the message is wrong, if it has not been three days since you purchased the mp3 or if you have not downloaded that file more than three (3) times, please contact us and we will work with you to resolve the issue.

2. I can't hear anything when I try to play the mp3.

This is usually due to a problem with the volume on the player or your computer's speakers. Check to make sure that your speakers are plugged in and working properly. Check to see that the volume on your computer is not muted and that the volume control is high enough. Check to see that you have the volume on your player is turned up.

3. Only part of the file downloaded. It cuts off in the middle or after a few seconds.

It may be that your network connection dropped out during the download or that network congestion interfered with the process. This is one of the reasons we offer you three (3) opportunities to download a file, just in case the first one goes awry. Try the download again by clicking the link for that file in the e-mail or by entering the file ID code into the box on the Digital Download Area. If you continue to experience problems, after making three (3) attempts, please contact us to resolve the issue.